Problem Management is used mainly by technicians. This is the stage whereby reference to
previous incidents, a knowledge base or quick fixes will not be effective. This is where the
technician calls upon all their problem solving skills and analysis techniques to decide how to
approach the problem, how much time to allocate and what to do if the problem cannot be resolved.
- if a school has numerous incidents that cannot be quickly resolved and they are implementing
lots of quick fixes, they should decide to use Problem Management to tackle the cause of the
incidents
- if the same incident occurs repeatedly, time should be allocated to using the Problem
Management processes described in FITS
- a school should have a process to deal with major incidents, for example, a server crash, virus
attack, an unexplained slow network? Schools that wish to manage their approach to major
incidents should consider implementing Problem Management.
- most organisations including schools need to know how their ICT systems are functioning,
what is failing and how long systems are unavailable
- the reports that can be defined from Problem Management should provide insight to the school
about the technical issues that create incidents and problems
- Problem Management should always be implemented with Incident Management to provide the
school with an effective approach to their technical support.
- Go back to Roles and Responsibilities of Problem Management
